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How To Kick Your Customer Service Up A Notch!
Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch?
This is a big question so where do we begin?
As an overview, it's a given that the answer is three-fold: People, Process, and Technology. Let me say right from the start, my bias is on the people side.
My questions for you to ponder are:
1) Do you collect and measure any data? After all, what gets measured gets managed, and what gets managed gets better.
2) Do you have customer satisfaction statistics? And if yes, how and where are you getting them?
3) Do you have ongoing training in place - not sales training - not product training - not protocol or rules and regulations training but true relationship building skills training?
Let's address the first question. Just because your system has metrics available to you doesn't mean you need to use all of them.
My advice is to start at the end. What are you trying to achieve and what measurement would absolutely reflect that achievement? Then that's what you want to measure. The first time you measure gives you a baseline, a benchmark, to use for charting your progress 1 month, 3 months, 6 months down the line. You're not comparing yourself to any one but yourself so it's fairly accurate. Yes, there are environmental or economic or seasonal issues, but you're getting a pretty truthful snapshot.
As an example, lots of companies measure length of call. Yes, this is a useful statistic. But if you are committed to customer service, then I would suggest first call resolution is more important than length of call. Southwest Airlines is committed to quality customer service and they don't even calculate length of call.
We'll cover question #2 in the next Tip and so on.
If you have questions or tips you'd like covered, please feel free to email me at rosanne@HumanTechTips.com. To receive your own copy, email subscribe@HumanTechTips.com.
ROSANNE D'AUSILIO, Ph.D., industrial psychologist, President of Human Technologies Global, Inc., specializes in human performance management for contact centers, providing needs analyses, instructional design, and customized, live, world class customer service skills trainings. Also offered: agent/facilitator certification through Purdue University's Center for Customer Driven Quality.
Known as 'the practical champion of the human, she authors the best-sellers, Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition (hot off the press), and Customer Service and The Human Experience and soon to be released, Lay Your Cards on the Table: 52 Ways to Stack You Personal Deck.. Reach her at Rosanne@human-technologies.com, sign up for her complimentary monthly e-newsletter in its 7th year, and check out her new virtual store. Sign up for her newest endeavor Tips at http://www.HumanTechTips.com. This is not the same newsletter as at http://www.human-technologies.com.
Customer Service - Google News
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Making Customer Satisfaction Surveys Work
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Five minutes into the call I knew this client was going to make my life miserable. The problem was, I already said "Yes.
The 3 Rs of Customer Service
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Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right.
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Renewing Customer Loyalty
Every business loses customers, but not many do much about getting them back. And that is a big mistake.
How to Easily Increase Your Profits
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Losing Angry Customers
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What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers"From this we can learn that CRM is more than just a piece of software; CRM is a business strategy, one that puts the customer at the heart of the business."That's nothing new" I hear you say, and you would be right.
Poor Customer Service - Are Your Customers Driving Away Other Customers
Every customer you have is a word-of-mouthadvertiser for you. Unfortunately 90% of this freeadvertising is negative.
The Sellers Creed
I will not make sales. I will make Customers.
10 Customer Service Quality Statements to Measure up Against
It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions".
Boomerang Customers- What You Might NOT Think Brings Them Back!
With all of the calendars and PDA's and lists I make I recently did a really dumb thing. I forgot my best friend's birthday and her anniversary.
Sending Mixed Signals Can Send Your Clients Away
I call it the "wave and roll."You walk up to an intersection.
Passing the After-Sales Test
Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of.
Businesses Need to Rehumanise
Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here.
Dissatisfied or Rude Customers Can Be Satisfied Customers
On a recent airline flight I was an upset customer. I was arriving on a late inbound flight and connecting with the last flight out on the same airline, but the connecting flight left without me! At first, I was furious when told to wait in a line of 300 people to resolve my problem.
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